Support level
Level 1
Availability: 24/7
Response time: 1h
Tickets: p.a: Unlimited
Hourly quota p.a.: 40
Advantage Daily rates: -10%
Security check: 2-4 p.a.
Upgrades, updates, patches: proactive or in case of proven need, relevance, availability
Further developments: within the hourly quota under preferred order execution
Individualization: within the hourly quota under preferred order execution
Level 2
Availability: Weekdays, Mon-Fri 7-20 CEST
Response time: 8h
Tickets: p.a.: 12
Hourly quota p.a.: 24
Advantage daily rates: -7%
Security check: 1 p.a.
Upgrades, updates, patches: in case of proven need, subject to availability
Further developments: within the hourly quota
Customization: within the hourly quota
Level 3
Availability: Weekdays, Mon-Fri 9-17 CEST
Response time: 24h
Tickets: p.a.: 6
Hourly quota p.a.: -
Advantage Daily rates: -5%
Security check: -
Upgrades, updates, patches: subject to availability
Further developments: -
Customization: -
Level 1 Support offers you a customized solution that adapts precisely to your individual requirements. We are available for you around the clock (24/7) and guarantee a response time of just one hour. You receive flexible support whenever you need it, with unlimited tickets per year and a 40-hour quota. In addition, we grant you a 10% discount on our daily rates. We carry out security checks two to four times a year, while upgrades, updates and patches are carried out either proactively or when there is a proven need. We implement further developments and customizations within the hourly quota with preferential order processing.
With our Level 2 support, we provide you with reliable and competent support that is tailored to your individual requirements. Our support team is available on weekdays from Monday to Friday between 7 a.m. and 8 p.m. (CEST) and guarantees a maximum response time of eight hours. You benefit from an annual quota of 12 tickets and 24 hours of support. In addition, we offer you a 7% discount on our regular daily rates. An annual security check is included, while upgrades, updates and patches are carried out according to proven need and availability. Further developments and customizations are carried out within the agreed hourly quota with priority processing.
Our Level 3 support offers you a reliable solution that is tailored to your requirements. We are available from Monday to Friday, 9:00 to 17:00 (CEST), and respond within 24 hours. You receive 6 tickets per year and a 5% discount on our regular daily rates. We support you cost-efficiently. Upgrades, updates and patches are carried out according to availability. Further developments and customizations are implemented within the scope of our possibilities.
BIOSDB recommendation
For larger companies, we recommend our Level 1 support, which offers a wide range of comprehensive and specialized services. This support is designed for complex IT environments. Our telephone hotline is available on weekdays from Monday to Friday, 9:00 a.m. to 5:00 p.m. (CEST). We guarantee a response time of 24 hours. You receive six tickets per year and a ten percent discount on our regular daily rates.
Level 1 support includes a variety of technical services, including fault diagnosis and correction, assistance in identifying and correcting errors, including bug testing and validation after correction. Security maintenance includes regular security checks, security analysis and patches to ensure data security. In addition, support includes system configuration, review and optimization of system configuration as well as diagnosis and resolution of integration issues. Updates and upgrades are proactively performed to ensure the functionality and security of your Jasperreports installation. These comprehensive services make Level 1 support the ideal choice for organizations that need a robust IT infrastructure and want to ensure their systems are always up and running.
For small and medium-sized companies, we recommend Level 2 or Level 3 support. These offerings allow for more flexible and faster support. You benefit from unlimited tickets, shorter response times and a higher hourly quota for technical services. These levels are ideal for companies that require frequent support and want close-knit support for the use and further development of their Jasperreports solutions.
Your benefits with the maintenance contracts
of BIOSDB GmbH
- Access to expert knowledge
A maintenance contract offers you a very special advantage: you have continuous access to a team of experts who are very familiar with the areas of business intelligence, open source and databases. This enables us to ensure that your systems are optimally configured and maintained.
- Proactive support and maintenance
We are happy to take care of your Jaspersoft software so that you can concentrate fully on your core business. This includes regular security checks, updates and patches to ensure that your software is always up to date. Together, we can ensure that your systems run securely and smoothly.
- Adaptability
Maintenance contracts are a great way to easily adapt your software solutions to changing business requirements. Of course, individual further developments and adaptations can also be implemented quickly and efficiently within the agreed contingent
- Risk minimization
A maintenance contract is a great way to reduce the risks of system failures or security incidents. We regularly take care of the maintenance and monitoring of your systems so that you don't have to worry about their stability and security.
- Predictable costs
We are pleased to inform you that with a maintenance contract you have fixed costs that you can easily plan into your budget. This allows you to better plan your financial resources and avoid unpleasant surprises in the form of unexpected expenses for emergency repairs or urgent support
- Reliable support
We are there for you when you need us. With a maintenance contract, you can count on our reliable support, which responds quickly in critical situations. So you can rest assured that your Jaspersoft environment will run smoothly and that you will lose as little time as possible to downtime.